Customer Experience Manager - Jobs in Strathcona

Job Description

Is this job for youDo you believe in putting the customer firstAre you a team player and do you have an incredible sense of leadershipAre you motivated by achieving goalsWELCOME HOME!The Brick is actively seeking to expand our management team. We need enthusiastic people with a great customer focused attitude! The winning combination of team spirit and desire for career focused growth will ensure a rewarding experience in our Customer Experience Department.ResponsibilitiesReporting to the National Manager of Customer Experience Manager, theCustomer Experience Managerwill have the following responsibilities:- Daily support/supervision of the Customer Experience Agents.- Maintain excellence in customer service, communication and follow up processes.- Ensure customer escalations receive proper support and solutions.- Daily tasks include but are not limited to management of Customer Experience Tickets and Google Reviews, manage and maintain the fraud tiles for web orders, support for the Drop Ship program, work collaboratively with the Social Media Team to support customers on various social media platforms, other duties as assigned.- Reporting on weekly, monthly, and quarterly cadences.- Recruit, hire and develop staff through coaching, goal setting and Development Discussions.- Work with various departmental leadership to assist with customer escalations and recommend improvements to the customer experience.- Lead by example, promoting teamwork within all departments.- Understand, implement, and ensure compliance with all Brick Group policiesamp; procedures.- The Customer Experience Team and Customer Experience Manager work alongside the Live Chat Team and support of both teams may be required at times.Qualifications- High school diploma or equivalent; post-secondary education an asset- 2 or more years of customer service or sales experience- Previous retail Supervisory or Senior Associate experience is an asset.- Proven track record in customer service, operations, or retail management- Excellent verbal and written communication skills- Highly developed problem-solving skills- Excellent time management skills and work ethic- The ability to promote an extreme level of excellence and pride in customer service and team building.- Bilingual French/ English is an asset.- Flexibility to work any shift, including evenings and weekends, as required.Why The Brick- A flexible and comprehensive benefits package, including Health, Dental and Paramedical Services for you and your family- Competitive remuneration package that will commensurate with experience- Career progression potential with plenty of access to ongoing personal and professional development- Employee discounts- A dynamic environment to showcase your leadership talents.Apply nowIf you #39;d like to apply for this role, please contact our recruitment team atcareers@thebrick.comAttach your CV and tell us why you would be a great fit at The Brick!Connect With Us! (https://careers-thebrick.icims.com/jobs/29278/customer-experience-manager/jobmode=apply amp;apply=yes amp;in_iframe=1 amp;hashed=-1834471194)ID2023-29278Posted Date3 weeks ago(12/15/2023 3:58 PM)of Openings1Job LocationsCA-AB-EdmontonJob CategoryCustomer Service/SupportPosition TypePermanent Full-Time